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Sam Central Time. This version is the latest Stable release (e.g. not the latest release from Round 1 or 2, instead a trailing release) Escalation Our support staff is committed to resolving your issues as fast as possible. If they cannot resolve your issue, they will identify the course of action that they will be taking and indicate when an answer will be available. They in turn will seek assistance from the designated developer. The next level of escalation goes to the Project Manager, who also addresses all operational issues on an ongoing basis and reviews the issue log regularly to assess product performance and service levels. Senior Management will handle issues requiring further discussion and resolution. Any issues to be determined to be of a critical nature are immediately escalated accordingly. Availability Availability Objective: ImageTrend will provide 99.5% Availability (as defined below) for the ImageTrend Network Services within ImageTrend's Immediate Control. For purposes, hereof, "Availability' or "Available" means the ImageTrend Services are available for access and use through the Internet. "Immediate Control" includes ImageTrend's network services within the ImageTrend data center which extends to, includes and terminates at the Internet Service Provider ("ISP") circuit termination point on the router in ImageTrend's data center (Le., public Internet connectivity). Specifically excluded from the definition of "Immediate Control" are the following ■ Equipment, data, materials, software, hardware, services and/or facilities provided by or on behalf of Client or a third -party entity (or any of their vendors or service providers) and Client's or a third parry entity's network services or end-user hardware. • Acts or omissions of Client, their employees, contractors, agents or representatives, third party vendors or service providers or anyone gaining access to the ImageTrend Services at the request of Client. • Issues arising from bugs, defects, or other problems in the software, firmware, or hardware of third parties. • Delays or failures due to circumstances beyond ImageTrend's reasonable control that could not be avoided by its exercise of due care. • Any outage, network unavailability or downtime outside the ImageTrend data center. Availability Calculation: Availability is based on a monthly calculation. The calculation will be as follows: ((a — b) / a) x 100, where "a" is the total number of hours in a given calendar month, excluding Scheduled Maintenance (as defined below), and "b" is the total number of hours that service is not Available in a given month. Scheduled Maintenance: ImageTrend conducts scheduled maintenance, as necessary, every last Wednesday of the month. ImageTrend will perform scheduled maintenance REV: 06-15-2020 PR ATN/AGR.2020.0991ImagTrend, Inc. (Page 29 of 32)